How to identify upsell and cross-sell opportunities

This particular topic has the potential to be very impactful for CSMs, in a positive way, but it generates an enormous amount of discomfort in the CS community. Many CS professionals associate anything to do with upselling and cross-selling, even if only the identification of opportunities, as compromising the purity of the CSM’s focus on the relationship they have with the customer. To that, I say, “pfhh.” Okay, I won’t be that dismissive, but I will say that it would be a grave error for the CS profession and the credibility of the function within the company if CSMs were to shy away from commercial activity planning for their accounts. I mean, identifying opportunities does not carry a quota, so any qualms about despoiling the purity of the role should be set aside. Yes, of course, the relationship with the customer is important, but that doesn’t mean that the relationship should avoid certain...